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Odd CC agent issue
We've been running our Shoretel system since the beginning of the year. One of the unresolved issues has started to occur more often and there doesn't seem to be an immediate fix that I can find on the forums.
Ok, enough of the preamble. The issue is that randomly agents (all agents are connected on our LAN, no VLAN/VPN/etc.) will be disconnected from the system. Now, at first I thought it was something related to the agents having too many resources taken up, streaming too much data, or something similar which was causing connectivity issues with the server. Here's the catch : Not everyone is having the same problem. The only systems that are having the problem are the ones running the regular agent toolbar (as opposed to the supervisor CAC). All agents are running the agent toolbar and the softphone.
Now occasionally it was happening at random while the agent was not interacting with a call. This is where my thoughts on traffic congestion had arisen. Once I addressed this with the people in question, that part of the problem ceased (basically, they were pulling too much data and it was causing the toolbar to time out)... Here is where the issue separates from a simple network congestion issue:
Agents will be ready to receive a call on idle. A call will be routed to them. Their toolbar status bar changes color to yellow with a note of "Busy" (sometimes it will turn green/ACD, then go yellow/Busy immediately). At this point, the call is handled in one of three ways (also seemingly randomly): The call is dropped completely, the call is routed to the next available agent, or the call is routed to the operator. Once the call has left the agent (mind you, we're talking fractions of a second), the agent then receives the standard "You have been logged out of all of your groups" message due to losing connectivity with the server. They must close the toolbar and log back in in order for it to work. Sometimes this won't happen for a couple of days for some agents and for other agents it can occur for a period of time during the day where it's happening every 4-7 minutes.
So far I've wiped out profiles (thinking it was a profile issue linked with the way things were stored by the software), reinstalled the software and reinstalled the software after clearing out the registry of anything that contains Shoretel, Shoreline and Shoreware (and also of anything that hints of "Shore").
Any ideas?
Thanks in advance,
Brandon
Ok, enough of the preamble. The issue is that randomly agents (all agents are connected on our LAN, no VLAN/VPN/etc.) will be disconnected from the system. Now, at first I thought it was something related to the agents having too many resources taken up, streaming too much data, or something similar which was causing connectivity issues with the server. Here's the catch : Not everyone is having the same problem. The only systems that are having the problem are the ones running the regular agent toolbar (as opposed to the supervisor CAC). All agents are running the agent toolbar and the softphone.
Now occasionally it was happening at random while the agent was not interacting with a call. This is where my thoughts on traffic congestion had arisen. Once I addressed this with the people in question, that part of the problem ceased (basically, they were pulling too much data and it was causing the toolbar to time out)... Here is where the issue separates from a simple network congestion issue:
Agents will be ready to receive a call on idle. A call will be routed to them. Their toolbar status bar changes color to yellow with a note of "Busy" (sometimes it will turn green/ACD, then go yellow/Busy immediately). At this point, the call is handled in one of three ways (also seemingly randomly): The call is dropped completely, the call is routed to the next available agent, or the call is routed to the operator. Once the call has left the agent (mind you, we're talking fractions of a second), the agent then receives the standard "You have been logged out of all of your groups" message due to losing connectivity with the server. They must close the toolbar and log back in in order for it to work. Sometimes this won't happen for a couple of days for some agents and for other agents it can occur for a period of time during the day where it's happening every 4-7 minutes.
So far I've wiped out profiles (thinking it was a profile issue linked with the way things were stored by the software), reinstalled the software and reinstalled the software after clearing out the registry of anything that contains Shoretel, Shoreline and Shoreware (and also of anything that hints of "Shore").
Any ideas?
Thanks in advance,
Brandon
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